Incoming calls cannot be transferred externally when it's LD

[DEEPest]

Long distance calls do not go through via the IVR but works perfect with local calls.

Call flow :

1-866-286-1375 is dialed which is converted to 0997 by the CO. 0997 is translated in the PBX in IDC table to 3312 an ACD DN which has the Lineside T1 channels (500 set agents). This 500 set agent then dial a local or a long distance call based on the option choosen from the IVR.

IVR dials
1-866- XXX-XXXX -------------> 500set -----------> local/ LD.
ACD YYYY



NCOS/TARG :

The NCOS on the IVR 500 set is 4 and the TGAR is 0

When 1-866 is dialed it comes in on WATS trunk route which is part of the master ISA route and the NCOS is 4 and TARG = 0.

For going out local it goes over service COT route which has NCOS = 0 and TARG = 0. Tgar is set to 15 on the members

For going out LD it takes TIE route which has TARG = 0 and NCOS on the members are 1. TGAR is set to 1 on the members.


On dialing the LD it is intercepted by the Console Operator which leads to believe that it has to be some barring issue.

TGAR is set to "YES" on the ESN block.

I have checked the FRL's on the Route list index block and there are no issues with that.

Following was tried:

1. TGAR' and TARG's on the sets and the routes.
2. NCOS on the sets and routes.
3. DITI
4. EXTT/TRNX.

Anything, that should block the LD calls?

 

[9201]

From internal, can you dial one of the IVR 500 port and get to the outside world? If not, look at your Tgar and NCos.

 

[DEEPest]

Thanks 9201 !!!!!

It just disconnects the call when I call the IVR DN and try to get transferred to the LD. It does not go to the Operator console. So that narrows down to the set and the Tie route that it needs to take. What should be checked further as the IVR set is at NCOS 4 and TGAR of 0 and the route has NCOS of 0 and TGAR of 1.

 

[acewarlock]

Is CDB set to CFF or is it CFO, it should be CFF




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[9201]

Change the IVR cls=UNR, TGAR=2 and NCOS=6 then test and let us know if it work.

Question: when the caller get to the IVR what it suppose to do? answer and give caller the options or what happen?

 

[DEEPest]

It is CFO. Thanks. I'll try to change and update you on the results.

 

[DEEPest]

9201,

On reaching the IVR I get options to press 3 for local and 4 for Long distance.

 

[DEEPest]

9201,

Changed IVR, CLS and TGAR but still the same results.

 

[acewarlock]

Where is Option 3 sent?




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[DEEPest]

To a local number

 

[DEEPest]

And it works

 

[DEEPest]

Only difference is that for local it takes a COT service circuit which is part of the master ISA route. Whereas for LD it takes a Tie route which is not part of the ISA route.

 

[hawks]

Is there anyway to attach an analog phone to the Line Side and try to just make a LD call and see what happens?

 

[DEEPest]

IT could be emulated by conveting the IDC to a test Analog set andtrying to transfer from there. This would narrow down the problem further to the third party IVR box. But I think it is a PBX issue.

 

[hawks]

I was just trying to test the settings in the Line Side T1 and the LD rout. Can or will it complete through to a Toll Free number?

 

[acewarlock]

When I asked where option 3 goes, what I meant is how is it getting to the LD trunk, are you sending it to NARS/BARS? We can't see how your system is programmed so we need you to explain what happens to the call routing.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[DEEPest]

Yes it goes through NARS/BARS. Option 3 for example is local 972 which is routed to RLI 1 with route XX which is part of the master ISA route.

This works fine.

But the LD calls go over RLI 2 which has Route YY programmed as TIE.



1-800-xxx is dialed which is converted to YYYY by the CO. YYYY is translated in the PBX in IDC table to ZZZZ an ACD DN which has the Lineside T1 channels (500 set agents). This 500 set agent then dial a local or a long distance call based on the option choosen from the IVR.

IVR dials
1-866- XXX-XXXX -------------> 500set -----------> local/ LD.
ACD YYYY

 

[DEEPest]

Hawks, 9201 suggested that I dial the IVR DN directly and when I did that I hear a click and the call drops. I see in the ENTC (enhanced) trace that the call tried to connect to Long distance Tie route but for some reason drops.

 

[acewarlock]

What is the NCOS/FRL of the IVR Agent?
What NCOS/FRL does it take to make a LD call?




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[DEEPest]

The call goes over PRI but not over the DTI. I guided one LD prefix to a different trunk route(ISA) and it works.So it is some mismatch to do with DTI Tie trunk trunk group. It drops the call.